Senior Manager Digital Active Users

End Date Friday 19 May 2023 Salary Range £73,616 - £92,020
Agile Working Options Flexibility in when hours are worked, Hybrid Working, Job Share, Reduced Hours Job Description Summary See below Job Description Lloyds Banking Group has the biggest digital banking user base in the UK, with over 20 million users – that’s nearly a third of the population of the UK, with these users visiting us over 5 billion times annually. Sitting within the Digitisation & Cost to Serve team in the Chief Digital Office, the Active User Growth team are responsible for continuing to attract users into this strategically important channel. We drive awareness and usage to help even more customers to do even more of their servicing digitally.
As our Mobile First distribution strategy evolves, it is an exciting time to join us. We're investing heavily in our digital journeys and features to help customers understand and manage their money better, and at the same time, building trust and improving satisfaction. Large numbers of happy customers interacting frequently with our digital services gives us a brilliant opportunity to use data to create personalised experiences and deepen relationships.
Encouraging every customer to become digitally active is the first step in realising our vision. Of our 20 million users, 17 million use our mobile app. However, we still have more to do to support getting other customers digitally active, which in turn could make their lives easier. We have ambitious growth plans, and we're looking for a dynamic leader to shape our strategy and build a strong roadmap to make our vision a reality. Your role will be to build and lead a small team who will understand and use deep data insights to identify customer problems, shape propositions and deliver improvements. You’ll play a key part in helping support more customers becoming digitally active. What will you do in this role?

• Define our growth strategy for both new and existing customers, customer segments and distribution strategy
• Ensure digital active user definitions and key metrics are designed to focus team energy on the biggest opportunity areas
• Own forecasting and reporting of our board metrics
• Use internal performance data and external benchmarking and competitor insights to understand customer performance, proactively identifying and taking action to resolve challenges and seize opportunities
• Partner with teams across the bank, with a collaborative approach, to grow active users and increase digital usage
• Understand colleague sentiment and develop and implement strategies to engage, upskill and create digital advocacy
• Champion a test and learn approach, be willing to give things a go, be bold and challenge the norm

What will you bring to the role?

• Your passion for digital advocacy, combined with an understanding of LBG and competitor digital and mobile banking services
• Your critical thinking & curiosity, to problem solve to support our vision
• Experience in understanding and influencing both customer and colleague behaviour
• Ability to be lead by data, using it to find opportunities and influence in the right way, always with a customer focus at the heart of what you do
• A track record of working collaboratively to build strong networks to enable change delivery

What will we offer you in return? A rewarding role, where you can really make a difference to our digital strategy and customer behaviour change. You’ll have the opportunity to influence at senior levels and to grow your experience of fast paced proposition development and testing. You’ll get plenty of opportunities to show how you take ownership of key strategic outcomes and you’ll grow your network of stakeholders, whilst working in a supportive, collaborative team where we put people first and all succeed together. We support hybrid working with 2 office based days per week. Our core hubs are London and Halifax/Leeds. As well as a competitive salary, you’ll receive:

• A Discretionary Performance Bonus Award
• Generous pension contribution
• 30 days leave plus bank holidays
• Flexible benefits to suit your lifestyle
• Private health cover
• Share Schemes

We're committed to building a workforce which reflects the diversity of the customers and communities we serve, and to building an inclusive environment where all our colleagues can be themselves and succeed on merit. We support the principles of agile working and are happy to consider flexible working arrangements. We're an equal opportunity employer and deeply value diversity within our organisation. Together we make it possible! At Lloyds Banking Group, we're driven by a clear purpose; to help Britain prosper. Across the Group, our colleagues are focused on making a difference to customers, businesses and communities. With us you'll have a key role to play in shaping the financial services of the future, whilst the scale and reach of our Group means you'll have many opportunities to learn, grow and develop. We keep your data safe. So, we'll only ever ask you to provide confidential or sensitive information once you have formally been invited along to an interview or accepted a verbal offer to join us which is when we run our background checks. We'll always explain what we need and why, with any request coming from a trusted Lloyds Banking Group person. We're focused on creating a values-led culture and are committed to building a workforce which reflects the diversity of the customers and communities we serve. Together we’re building a truly inclusive workplace where all of our colleagues have the opportunity to make a real difference.